This chapter provides information on what to do if you experience a problem with your computer.
• “Diagnosing problems” on page 123
• “Troubleshooting” on page 123
Diagnosing problems
If you experience problems with your computer, use the Lenovo Solution Center program as a starting point for solving them.
The Lenovo Solution Center program enables you to troubleshoot and resolve computer problems. It combines diagnostic tests, system information collection, security status, and support information, along with hints and tips for maximum system performance.
Notes:
• The Lenovo Solution Center program also is available for downloaded at:
http://www.lenovo.com/diags.
• If you are using other Windows operating system rather than Windows 7 and Windows 8, you can find the latest information about diagnostics for your computer at:
http://www.lenovo.com/diagnose
If your computer is installed with the Windows 7 operating system, when you are setting up your computer, the Lenovo Solution Center program prompts you to create recovery media, which you can use to restore the hard disk drive to the factory default state. For more information, see “Performing backup and recovery operations” on page 60.
To run the Lenovo Solution Center program, see “Lenovo programs” on page 14.
For additional information, refer to the Lenovo Solution Center help system.
Note: If you are unable to isolate and repair the problem yourself after running Lenovo Solution Center program, save and print the log files created by the program. You will need the log files when you speak to a Lenovo technical support representative.
Troubleshooting
If your computer has an error, it typically displays a message or an error code, or a beep sounds when you turn it on. When you experience a problem, refer to the corresponding sections in this topic to try to solve the problem by yourself.
Computer stops responding
Print these instructions now and keep the instructions with your computer for reference later.
If your computer is completely unresponsive (you cannot use the TrackPoint pointing device or the keyboard), do the following:
1. Press and hold the power button for four seconds or more to turn off the computer.
• If the computer is turned off, restart the computer by pressing the power button. If the computer does not turn on, continue with step 2.
• If you cannot turn off your computer by pressing and holding the power switch, remove all sources of power from the computer and reset the system by inserting a straightened paper clip into the emergency reset hole. To locate the reset hole, refer to “Bottom view” on page 6. After the computer is off, restart the computer by pressing the power button. If the computer does not turn on, continue with step 2.
2. While the computer is off, remove all sources of power from the computer and reset the system by inserting a straightened paper clip into the emergency reset hole. Reattach the ac power adapter. If the computer does not turn back on, continue with step 3.
Note: If the computer starts with ac power but does not start when ac power is removed, call the Customer Support Center for support.
3. Remove all external devices that are attached to your computer (keyboard, mouse, printer, scanner, and so on). Repeat step 2. If step 2 is unsuccessful, continue with step 4.
Note: The following steps involve removing static sensitive components from your computer. Ensure that you are properly grounded and remove all sources of power attached to the computer. If you are uncomfortable or unsure about removing components, call the Customer Support Center for assistance.
4. If the computer still does not start up, call the Customer Support Center and a Customer Support Specialist will assist you.
Spills on the keyboard
With a mobile computer, there are increased chances of spilling liquids on the keyboard. Because most liquids conduct electricity, liquid spilled on the keyboard could create numerous short circuits, potentially causing irreparable damage to your computer.
If you spill something on your computer:
Attention: Be sure that no liquid creates a short circuit between you and the ac power adapter (if in use).
Although you might lose some data or work by turning off the computer immediately, leaving the computer on might make your computer unusable.
1. Carefully unplug the ac power adapter immediately.
2. Turn off the computer immediately. If the computer does not turn off, reset the system by inserting one end of a needle or a straightened paper clip into the emergency reset hole. To locate the reset hole, refer to “Bottom view” on page 6. The more quickly you stop the current from passing through the computer the more likely you will reduce damage from short circuits.
3. Wait until you are certain that all the liquid is dry before turning on your computer.
Note: If you want to replace your keyboard, you can purchase a new one.
Error messages
• Message: 0177: Bad SVP data, stop POST task.
Solution: Checksum of the supervisor password in the EEPROM is not correct. The system board should be replaced. Have the computer serviced.
• Message: 0183: Bad CRC of Security Settings in EFI Variable. Enter ThinkPad Setup.
Solution: Checksum of the Security settings in the EFI Variable is not correct. Enter ThinkPad Setup to check security settings, Press F10, and then press Enter to restart the system. If you still have a problem, have the computer serviced.
• Message: 0187: EAIA data access error
Solution: The access to EEPROM is failed. Have the computer serviced.
• Message: 0188: Invalid RFID Serialization Information Area
Solution: The EEPROM checksum is not correct (block # 0 and 1). The system board should be replaced, and the box serial number needs to be reinstalled. Have the computer serviced.
• Message: 0189: Invalid RFID configuration information area
Solution: The EEPROM checksum is not correct (block # 4 and 5). The system board should be replace, and the UUID needs to be reinstalled. Have the computer serviced.
• Message: 0190: Critical low-battery error
Solution: The computer turned off, because the battery is low. Connect the ac power adapter to the computer and charge the battery.
• Message: 0191: System Security - Invalid remote change requested
Solution: The system configuration change has failed. Confirm the operation and try again. To clear the error, enter ThinkPad Setup.
• Message: 0199: System Security - Security password retry count exceeded.
Solution: This message is displayed if you enter a wrong supervisor password more than three times.
Confirm the supervisor password and try again. To clear the error, enter ThinkPad Setup.
• Message: 1802: Unauthorized network card is plugged in - Power off and remove the network card.
Solution: The wireless network card is not supported on this computer. Remove it.
• Message: 1820: More than one external fingerprint readers are attached.
Solution: Power off and remove all but the reader that you set up within your main operating system.
• Message: 2100: Detection error on HDD0 (Main HDD)
Solution: The hard disk is not working. Have the hard disk serviced.
• Message: 2101: Detection error on HDD2 (M.2 SATA)
Solution: The M.2 SATA device is not working. Have the M.2 SATA device serviced.
• Message: 2102: Detection error on HDD2 (M.2 SATA)
Solution: The M.2 SATA device is not working. Have the M.2 SATA device serviced.
• Message: 2110: Read error on HDD0 (Main HDD)
Solution: The hard disk is not working. Have the hard disk serviced.
• Message: 2111: Read error on HDD2 (M.2 SATA)
Solution: The M.2 SATA device is not working. Have the M.2 SATA device serviced.
• Message: 2112: Read error on HDD2 (M.2 SATA)
Solution: The M.2 SATA device is not working. Have the M.2 SATA device serviced.
• Message: 2200: Machine Type and Serial Number are invalid.
Solution: Machine Type and Serial Number are invalid. Have the computer serviced.
• Message: 2201: Machine UUID is invalid.
Solution: Machine UUID is invalid. Have the computer serviced.
• Message: Fan error
Solution: Cooling fan has failed. Shut down the computer immediately and have the computer serviced.
• Message: Thermal sensing error
Solution: The thermal sensor has problem. Shut down the computer immediately and have the computer serviced.
Errors without messages
• Problem: My screen keeps blanking when I do not want it to.
Solution: If your computer is preinstalled with the Windows 7 operating system, you can disable any system timers, such as the LCD turn-off timer or the blank timer by doing the following:
1. Start Power Manager.
2. Click the Power plan tab, and then select Maximum Performance from the predefined power plans.
• Problem: When I turn on the computer, nothing is displayed on the screen and the computer does not beep while starting up.
Note: If you are not sure whether you heard any beeps, turn off the computer by pressing and holding the power button for four seconds or more. Then turn on the computer and listen again.
Solution: Make sure that:
– The ac power adapter is connected to the computer and the power cord is plugged into a working electrical outlet.
– The computer is turned on. (Press the power button again for confirmation.) – The brightness level of the screen is appropriately set.
If a power-on password is set, press any key to display the prompt for the power-on password and then type the correct password and press Enter.
If these items are correctly set, and the screen remains blank, have the computer serviced.
• Problem: When I turn on the computer, only a white cursor is displayed on a blank screen.
Solution: If you have modified a partition on your hard disk drive by using partition software, information about that partition, or the master boot record might have been destroyed.
Do the following to try to solve the problem:
1. Turn off the computer, and then turn it on again.
2. If you still see only the cursor on the screen, do the following:
– If you have used partition software, examine the partition on the hard disk drive by using the software, and recover the partition if required.
– Use the recovery solutions to restore the system to the factory default state.
If the problem persists, have the computer serviced.
• Problem: My screen goes blank while the computer is on.
Solution: Your screen saver or power management might have been enabled. Do one of the following:
– Touch the TrackPoint pointing device or the trackpad, or press a key to exit the screen saver.
– Press the power button to resume the computer from sleep or hibernation mode.
Beep errors
Table 7. Beep errors
Problem Solution
One short beep, pause, three short beeps, pause, three more short beeps, and one short beep
Have the computer serviced.
One long and two short beeps The video function has a problem. Have the computer serviced.
Table 7. Beep errors (continued)
Problem Solution
Four cycles of four short beeps Shut down the computer immediately and have the computer serviced.
Five short beeps The system board has a problem. Have the computer
serviced.
Memory module problems
Print these instructions now and keep the instructions with your computer for reference later.
If your memory module is not operating properly, check the following items:
1. Verify that the memory module is installed and seated correctly in your computer.
It might be necessary to remove all added memory modules to test the computer with only the factory-installed memory modules, and then reinstall the memory module one at a time to ensure a proper connection.
2. Check for error messages during startup.
Follow the appropriate corrective actions for power-on self-test (POST). See “Error messages” on page 124.
3. Verify that the latest UEFI for your model has been installed.
4. Verify the proper memory configuration and compatibility including the maximum memory size and the memory speed.
5. Run diagnostic programs. See “Diagnosing problems” on page 123.
Networking problems
The following are the most common networking problems.
Ethernet problems
• Problem: The computer cannot connect to the network.
Solution: Make sure that:
– The cable is installed correctly.
The network cable must be securely connected both to the Ethernet connector of your computer and to the RJ45 connector of the hub. The maximum allowable distance from the computer to hub is 100 meters. If the cable is connected and the distance is within acceptable limits but the problem persists, try a different cable.
– You are using the correct device driver. To install the correct driver, do the following:
1. Open Control Panel and click Hardware and Sound ➙ Device Manager. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
2. If the exclamation mark ! is displayed next to the adapter name under Network adapters, you might not be using the correct driver or the driver might have been disabled. To update the driver, right-click the highlighted adapter.
3. Click Update Driver Software, and then follow the instructions on the screen.
– The switch port and the adapter have the same duplex setting.
If you configured the adapter for full duplex, make sure that the switch port also is configured for full duplex. Setting wrong duplex mode can degrade performance, cause data loss, or result in lost connections.
– You have installed all networking software that is necessary for your network environment.
Check with your LAN administrator for the necessary networking software.
• Problem: The adapter stops working for no apparent reason.
Solution: The network driver files might be corrupt or missing. Update the driver by referring to the previous solution for the procedure to make sure that the correct device driver is installed.
• Problem: My computer is a Gigabit Ethernet model and I use a speed of 1000 Mbps, but the connection fails or errors occur.
Solution:
– Use Category 5 wiring and make sure that the network cable is securely connected.
– Connect to a 1000 BASE-T hub/switch (not 1000 BASE-X).
• Problem: The Wake On LAN feature is not working.
Solution: Ensure that Wake On LAN is enabled in ThinkPad Setup. If it is, check with your LAN administrator for the necessary settings.
• Problem: My computer is a Gigabit Ethernet model, but the computer cannot connect to the network at 1000 Mbps. Instead, it connects at 100 Mbps.
Solution:
– Try another cable.
– Make sure that the link partner is set to auto-negotiate.
– Make sure that the switch is 802.3ab-compliant (gigabit over copper).
A wireless LAN problem
Problem: I cannot connect to the network using the built-in wireless network card.
Solution: Make sure that:
• Your wireless LAN driver is the latest version.
• Your computer is within range of a wireless access point.
• The wireless radio is enabled.
Note: If you are using the Windows 7 operating system, click Show hidden icons on the taskbar. The Access Connections icon is displayed. For more information about the icon, refer to the Access Connections help information system.
For the Windows 7 operating system, check the Network Name (SSID) and your encryption information. Use the Access Connections program to verify this case-sensitive information.
A wireless WAN problem
Problem: A message is displayed indicating that an unauthorized WAN card is installed.
Solution: The WAN card is not supported on this computer. Remove the WAN card.
Note: Some models do not have a wireless WAN card.
Bluetooth problems
Note: Check your connection anytime and make sure that no other Bluetooth-enabled device is searching for the device to which you want to connect. Simultaneous searching is not allowed in the Bluetooth connection.
• Problem: Sound does not come from the Bluetooth headset/headphone but comes from the local speaker even though the Bluetooth headset/headphone is connected using a Headset profile or AV profile.
Solution: Do the following:
1. Exit the application that uses the sound device (for example, Windows Media Player).
2. Open Control Panel and click Hardware and Sound ➙ Sound ➙ Playback.
3. If you are using a Headset profile, select Bluetooth Hands-free Audio and click the Set Default button. If you are using an AV profile, select Stereo Audio and click the Set Default button.
4. Click OK to close the Sound window.
• Problem: PIM items sent from the Windows 7 operating systems cannot be received correctly into the address book of any other Bluetooth-enabled device.
Solution: The Windows 7 operating system sends PIM items in XML format, but most Bluetooth-enabled devices handle PIM items in vCard format. If another Bluetooth-enabled device can receive a file through Bluetooth, a PIM item sent from the Windows 7 might be saved as a file with the extension .contact.
Problems with the keyboard and other pointing devices
The following are the most common problems with keyboards and other pointing devices.
TrackPoint pointing device problems
• Problem: The pointer drifts when the computer is turned on or after it resumes normal operation.
Solution: The pointer might drift when you are not using the TrackPoint pointing device during normal operation. This is a normal characteristic of the TrackPoint pointing device and is not a defect. Pointer drifting might occur for several seconds under the following conditions:
– When the computer is turned on
– When the computer resumes normal operation
– When the TrackPoint pointing device is kept pressed for a long time – When the temperature changes
• Problem: The TrackPoint pointing device or trackpad does not work.
Solution: Ensure that the TrackPoint pointing device or trackpad is enabled in the Mouse Properties window.
Keyboard problems
• Problem: All or some keys on the keyboard do not work.
Solution: If an external numeric keypad is connected:
1. Turn off the computer.
2. Remove the external numeric keypad.
3. Turn on the computer and try using the keyboard again.
If the keyboard problem is resolved, carefully reconnect the external numeric keypad and the external keyboard. Make sure that you have seated the connectors correctly.
If the problem persists, make sure that the correct device driver is installed by doing the following:
1. Open Control Panel. Change the view of Control Panel from Category to Large icons or Small icons.
2. Click Keyboard.
3. Select the Hardware tab. In the Device Properties pane, make sure that you see this message:
Device Status: This device is working properly.
If keys on the keyboard still do not work, have the computer serviced.
• Problem: All or some keys on the external numeric keypad do not work.
Solution: Make sure that the external numeric keypad is correctly connected to the computer.
Problems with the display and multimedia devices
This topic includes the most common problems with displays and multimedia devices, including the computer display, the external monitor, audio devices, and the optical drive.
Computer screen problems
• Problem: The screen is blank.
Solution: Do the following:
– Press F7 to bring up the image.
– If you are using the ac power adapter, or using the battery and the battery gauge shows that the battery is not depleted, press F6 to make the screen brighter.
– If your computer is in sleep mode, press power button to resume from the sleep mode.
– If the problem persists, follow the solution for the following problem.
• Problem: The screen is unreadable or distorted.
Solution: Make sure that:
– The display device driver is installed correctly.
– The screen resolution and color quality are correctly set.
– The monitor type is correct.
– The monitor type is correct.